Funding Management Specialist in Watford

The primary objective of this role is to safeguard continuity of patient funding by ensuring the accurate, compliant, and timely management of funding documentation, approvals, and customer account maintenance.

The role requires proactive collaboration with healthcare professionals (HCPs), funding bodies, patients, and internal stakeholders to establish and maintain valid funding arrangements, supporting uninterrupted access to patient care.

It is responsible for completing all necessary funding verification, approval processes, and account setup activities for both NHS-funded and self-funded patients. Customer and patient records are maintained across multiple systems, including SAP, Evolve, SAP CRM ICE, and PCRM.

The position combines administrative execution with customer interaction, involving both inbound and outbound communication with HCPs, patients, Field Sales teams, and Technical Consultants. Performance is measured against defined service levels, quality standards, compliance requirements, and key performance indicators (KPIs).

Key Responsibilities:

• Set up and maintain customer and patient accounts, ensuring all funding information is complete, accurate, and compliant with company procedures

• Liaise with healthcare professionals and other stakeholders to obtain, validate, and update funding documentation where

• Manage workloads effectively through a shared team inbox, ensuring timely processing and fair distribution of tasks

• Proactively monitor funding expiry dates and follow up with customers and funding providers to ensure continuity of patient funding

• Update payer information accurately when customers change address, hospital, or funding arrangements

• Process warranty pump information to support uninterrupted patient care

• Investigate invoice queries and gather supporting information for disputed invoices prior to escalation through formal dispute processes

• Complete pump serial number transfers and account updates in line with regulatory and compliance requirements

• Identify and resolve duplicate accounts and data quality issues in a timely manner

• Collaborate with cross-functional teams to ensure efficient, compliant, and continuously improving funding, account management, and invoicing processes

• Maintain a strong understanding of all Funding Management activities and support cross-training within the team

• Regularly review and update the team Training Matrix, identifying training needs and development opportunities

• Maintain a personal Development Plan aligned with agreed short- and long-term business and personal objectives

Key Measures & Expected Results:

• Accountable for ensuring continuity of Funding

• Turnaround time from start to completion of new account set-up

• Minimise backlog (of cases with funding/approvals pending, or dispute cases)

• On or above-target compliance with set quality standards on contact handling procedures for HCPs with funding queries, and system usage

Qualifications:

• Minimum 2 years’ experience in a customer support, funding, accounts, or administrative role involving customer account setup and maintenance

• Experience managing funding arrangements, ideally involving third-party payers

• Experience handling customer invoicing queries via email

• Strong administrative, organisational, and time-management skills with excellent attention to detail

• Numerate with sound understanding of financial and invoicing processes

• Proficiency in Microsoft Excel (filtering, sorting, data extraction, dataset manipulation, reporting)

• Strong verbal and written communication skills

• Proven experience working within defined financial, administrative, compliance, and customer service procedures

• Flexible and adaptable approach, with ability to manage multiple priorities

• Competent in using multiple systems simultaneously while maintaining data accuracy and quality

Preferred

• Experience in funding, accounts, or customer support within medical devices, healthcare, or regulated industries

• Knowledge of diabetes therapies and/or medical devices

• Understanding of the UK healthcare system, including NHS funding pathways

• Touch-typing proficiency

• Experience with SAP, CRM systems, and Microsoft Office applications